IMPROVING CUSTOMER RETENTION BY UPGRADING AND ADDING A SECOND AUTOMATIC
CARLOVERS
- Newcastle, NSW
This thriving site with experienced owners had a goal of aiming to prevent customer drive offs during peak periods due to slow machinery and a severely limited number of automatic bays.
Carwash World installed two LaserWash™ 360 Plus machines in this car wash, converting a self serve bay to accommodate a second automatic as well as doing a retrofit of the current machine.
These works ticked all of the boxes for customer retention and happiness, and processed more cars per hour, reducing drive offs.
Experienced car wash operators such as these know the importance of investing into their business and continually improving their offer to customers.
Faster wash cycles and shorter wait times are a winning combination for growth.
WORK UNDERTAKEN
Switching one of the existing five self serve bays into a second touchless automatic bay to allow more customers per hour and reduce drive offs.
Upgrade of the existing equipment from a twelve-year-old LaserWash™ M5 to a brand new LaserWash™ 360 Plus. This is yet another example of an existing LaserWash™ customer choosing to upgrade with a newer LaserWash™ machine and not switching to the competition.
Updated signage, offers and entrance structures for both the existing automatic bay and the new bay. This made the LaserWash™ offering at the site more obvious, leading to increased customer recognition.
THE RESULTS
In the months since this retrofit and upgrade, CarLovers Newcastle experienced a range of benefits – for both customers and the business.
They significantly increased the amount of cars going through the existing automatic on a daily basis due to the much faster wash speed of the LaserWash™ 360 Plus machines, as well as added an entirely new revenue stream by converting one of the existing self serve bays into a much more profitable second automatic bay.
By addressing drive offs and extended wait times at their busy site, CarLovers have altered the perception of their business from ‘always too busy’ to being convenient, quick and efficient. Customers are willing to return to a business that serves their needs in a timely manner.
The addition of add-ons to their LaserWash™ 360 Plus installs including Dryers, OverGlow and High Side Blasters added both a dollar increase per wash and a perception of value for the customer. This has increased ROI.
Switching out the existing LaserWash™ M5 meant that maintenance overheads and downtime were significantly reduced, which led to more operating hours and less time and money spent on technical issues.
